Payments, refunds & returns
Effective 5 May 2026. Our policies on payments, refunds, cancellations, returns and delivery.
Payment terms
We accept Visa, Mastercard, American Express, debit cards, bank transfer and Eventbrite checkout. We don't take cash for online tickets or enrolment, though some events accept cash on the door.
Prices are in pounds sterling; any foreign exchange fees are charged by your card issuer. Payments are handled by PCI DSS-compliant providers over HTTPS, card details are tokenised and never stored by ELSCM, and 3D Secure checks may apply.
Refund policy
| Transaction | Refund? | Conditions |
|---|---|---|
| Event ticket, ELSCM cancels | Yes | Full refund issued automatically |
| Event ticket, you cancel | No | Tickets are non-refundable once bought |
| Lesson cancelled by ELSCM | Yes | Rescheduled or credited |
| Tuition cancelled with notice | Conditional | 4 weeks' written notice required |
| Lesson cancelled without notice | No | Less than 24 hours' notice |
| Donation | Conditional | Error cases only, within 14 days |
| Merchandise | Conditional | Unopened, within 14 days |
Requests are reviewed within 5 working days and refunds are processed to the original payment method within 5 to 10 working days; allow up to 20 working days in total.
Not refundable: attended lessons, tickets for events that went ahead, third-party booking fees, workshops missed with under 48 hours' notice, opened or used merchandise, and digital downloads once accessed.
Cancellations
| Notice given | Outcome |
|---|---|
| More than 24 hours | Lesson may be rescheduled, subject to availability |
| Less than 24 hours | Lesson forfeited |
| Ending enrolment | 4 weeks' written notice; fees for the notice period are payable |
| ELSCM cancels | Rescheduled or credited |
Please cancel in writing to your tutor and the team. If we cancel an event we email ticket holders and refund the face value. Tickets can be transferred to another person with notice. Exceptional circumstances are reviewed case by case.
Returns & exchanges
Merchandise can be returned if it is unused, in its original packaging, with proof of purchase, and not personalised, digital or bought on sale (unless faulty).
| Reason | Timeframe |
|---|---|
| Change of mind | 14 days from receipt |
| Faulty or damaged | 30 days from receipt |
| Wrong item | 14 days from receipt |
Contact us with your order number; we reply within 3 working days with a returns reference and resolve returns within 5 working days of receiving them. We pay return postage for faulty or wrong items.
Delivery
Shop items are made to order. Delivery times and charges are confirmed at checkout.
| Destination | Standard | Tracked |
|---|---|---|
| United Kingdom | £2.50 | £4.50 |
| Europe | £8.00 | £12.00 |
| Rest of world | £14.00 | £18.00 |
UK orders over £50 qualify for free standard delivery. International duties and taxes are the recipient's responsibility.
Questions & disputes
East London School of Classical Music, registered charity in England and Wales No. 1196175
6 Redwood Close, London E3 2GA
Email info@elscm.co.uk · Phone 0300 102 0004 · Contact form
We aim to respond within 3 working days.
For urgent issues, put "Urgent: payment query" in your subject line.